The importance of right business process (HSBC)
I recently moved to London from New York and naturally I had to pick a bank where I can open an account. After looking at various options, I thought HSBC will be a good fit. So here I go to the bank with my HR letter, passport, visa details, address proof (basically all the documents saying I am who I am)
The customer service guy tells me big things about HSBC etc and how good it is. Okay. Also they will be charging me 6£ per month (did not pay anything like this in US, neither in India). They opened the account but guess what?
After 7 days I go to them and tell them that I have not received my debit card. After checking through their systems this is the conversation I have.
HSBC guy: Sir we have sent that card to your U.S address
Me: What? Why? How?
HSBC guy: Yeah, that is the address we have on file for communication with you.
Me: But I am here, and I need a card here so that I can use it. Why would you open an account of a person living here, but send the card his other country address.
HSBC guy: Yeah, I understand but that is how we do it!
(And you call yourself world’s local bank. With such stupid business processes)
Me: So should I go to US to collect that card? Will HSBC be paying for it?
HSBC guy: Well, you can order one by calling the customer representative and ask them to block the previous card. Thank you for patience!
(BULL SHIT)
I had to call their helpline, and explain him the situation. He said you can pick up the card from the branch itself in next 5 days. I go to the branch again after 5 days and here we go.
Me: Hi, I am here to collect my card.
HSBC guy: Sure, here is your card.
Me: Okay, give me the PIN also. Without the PIN I cannot use my card anyways.
HSBC guy: Well, that is a good point. The pin would have gone to you address, and which is (after looking into computer), your New Jersey address.
Me: !@#$!@#$@$#%@#$%@$%@#!@!@!!!!!%^&^&*%*^
It happened that I had to order the pin several times and till date I am waiting for my PIN and not able to use the card. Meanwhile they ordered me a withdrawal slip book, so that I can walk in a bank and stand in a line, go through all verification procedures and get some cash (as I cannot use an ATM because I dont have a PIN)
They could send me the slip book, but not the PIN.
What a mess! And if you complain, they make you look stupid as if they are doing it the right way and the customer is annoyed without any reason.
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Krishna Kumar said,
July 24, 2009 @ 4:37 pm
Hello Sujay,
I can just say “Good luck to you , if you get your resolution with them”.
Just to add, I had my a/c with HSBC USA. Same sort of experience. I did transfer $1000 to my BOA a/c. Money never reached their due to some technical reasons (I do not know). Money has been debited from my a/c, It never reached to BOA and I do not know when will it be credited bank.
The good thing is that let them live with this inefficiency. One day, we can write a software for them and earn money. It is an opportunity. But the golden rule, we will ask only and only cash from them (Global bank with local pain)
Cheers and enjoy your week-end!
Ananda Agrawal said,
September 24, 2009 @ 12:20 pm
wow.. that was some experience.. Guess m not opening an a/c with HSBC anytime soon..